Customer Service & Sales Team Leader - 12 Month Contract

About Allianz  

We are proud to be one of the world’s most trusted insurance companies, and Ireland’s #1 Property & Casualty Insurer serving over 900,000 customers across Ireland, for over 100 years. Our success is driven by the incredible people we employ, with over 800 people in Allianz Ireland, we are committed to supporting our employees' individual needs and aspirations.  

This role is officially based in Elm Park, Dublin 4, but we embrace a hybrid working model that offers you the flexibility and support you need to excel in your role.  

We are incredibly proud to be recognised as a Great Place to Work having won the Super Large Category in 2025 & 2026, as well as being named one of Ireland’s Best Workplaces for Women and Best Workplaces for Health & Wellbeing. If you're ready to take the next step in your career, apply now and become part of the team!   

The Opportunity  

As a Team Leader you will be responsible for leading and performance coaching a team of contact centre representatives who deliver an extraordinary sales and service experience for our customers.  

Reporting to the Customer Service and Sales Manager, the Team Leader will work as part of the management team within our Allianz Direct Contact Centre.  

Key Responsibilities:  

• Manage and monitor team performance metrics i.e. talk time, sales retention and QA targets.  

• Effectively lead your team, maintaining agreed customer service levels and managing performance through coaching  

• Provide valuable and regular feedback to your team through performance management  

• Partner with HR and Talent to recruit, develop and retain team members  

• Drive performance and achievement of customer metrics including customer NPS  

• Manage the on-boarding process for new staff and monitor compliance with CPD requirements   

• Act as an escalation point for the team on technical queries and customer issues  

• Manage complaints and support staff in the resolution of complaints   

• Provide support to the Direct Operations Manager and deputise for them when required  

• Ensure consistency of quality in the standards provided by the team in relation to quotations, business processing and all other aspects of customer service and sales to customers  

• Actively participate in or lead projects or operational initiatives where required  

• Maintain compliance with regulatory requirements such as the Consumer and Data Protection codes  

• Create and sustain a collaborative culture within the direct management team and colleagues across the Allianz business particularly in Claims, Operations and Underwriting  

Key Requirements / Skills & Experience  

Essential:  

• 3+ years experience in Personal Lines in an Insurance Company  

• Prior experience in people management or coaching for performance  

• Recognised Insurance Qualification or Grandfather Status applicable to Personal Lines  

Desirable:  

• At Allianz Ireland, we are committed to staying at the forefront of technological advancements. While this role may not require specific expertise in Data Analytics or Artificial Intelligence (AI) tools & technologies, having an understanding of their core principles and practical applications is beneficial.  

Our Benefits:   

We offer a competitive remuneration package, generous pension scheme contributions, health insurance, working from home allowance, numerous wellbeing and family benefits, an onsite gym, and a well-connected, accessible location with onsite staff parking and free lunches.  

Allianz plc. is regulated by the Central Bank of Ireland.  

Regulatory Notice:   

Appointment to this role will be subject to the requirements provided for by the Central Bank of Ireland. Please refer to the Central Bank of Ireland’s Guidance on Minimum Competency Code: Minimum Competency | Central Bank of Ireland as well as F&P Standards and the Corporate Governance Requirements: Fitness & Probity | Central Bank of Ireland. This includes the requirements provided for by the Central Bank Individual Accountability Framework Act 2023. The successful candidate will be provided with the relevant Conduct Standards (including Additional Conduct Standards) training, where required. Full details are available via the Central Bank website: Individual Accountability Framework  | Central Bank of Ireland.